Uniplaces offers Flexible, Moderate, Strict and Non-refundable cancellation policies. You choose your policy per listing — it determines your payout if a tenant cancels.
The cancellation policy tiers explained
| Policy | Tenant gets 100% refund | Tenant gets 50% refund | No refund to tenant |
|---|---|---|---|
| Flexible | Cancels 30+ days before move-in | Cancels 15–30 days before move-in | Cancels less than 15 days before move-in |
| Moderate | Cancels 60+ days before move-in | Cancels 30–60 days before move-in | Cancels less than 30 days before move-in |
| Strict | Cancels 90+ days before move-in | Cancels 30–90 days before move-in | Cancels less than 30 days before move-in |
| Non-refundable | — | — | No refund regardless of when they cancel |
The Uniplaces service fee is non-refundable to the tenant in all cases. When a tenant cancels and is entitled to a refund, you retain the portion of the first month’s rent that is not refunded according to your policy.
Flexible — tenant can cancel with more freedom
The Flexible policy gives tenants the most room to cancel without losing their rent. For landlords, this means a higher risk of late cancellations but also greater appeal to tenants who are uncertain about their plans — which can increase your booking rate.
Flexible is well suited to landlords in high-demand cities where re-letting at short notice is easy. If your property fills quickly, the risk of a last-minute cancellation is low.
Moderate — balanced protection for both parties
The Moderate policy offers a middle ground. Tenants need to cancel earlier to receive a full refund, giving you more time to find a replacement if needed. Moderate is the most commonly chosen policy on Uniplaces — it balances tenant flexibility with landlord income protection.
Strict — maximum payment protection for landlords
The Strict policy provides the strongest protection for your income. Tenants need to cancel 90+ days before move-in to receive a full refund — for most bookings, this means you retain a significant portion of the first month’s rent even if they cancel well in advance.
Strict policies are well suited to landlords in competitive markets where advance bookings are common and last-minute alternatives are harder to find. Be aware that a Strict policy may reduce the number of booking requests you receive from more cautious tenants.
Non-refundable — full retention on any cancellation
With a Non-refundable policy, you retain the full first month’s rent regardless of when the tenant cancels. This provides maximum income certainty but significantly reduces your listing’s appeal — tenants are far less likely to book a non-refundable listing unless the price or location is exceptionally compelling.
How to choose your policy per listing
You set the cancellation policy when creating or editing a listing. Go to your Personal Dashboard → select your listing → Edit → Contract & Conditions and choose the policy that best fits your situation.
You can set different policies for different listings. Consider your city’s rental market, how far in advance you typically receive bookings, and how easily you can re-let if a cancellation occurs.
What if a tenant cancels under each policy — your payout
When a tenant cancels, Uniplaces automatically processes the refund according to your policy and transfers your entitled portion to your bank account. You don’t need to take any action — the system handles it automatically and you’ll receive a notification confirming the cancellation and your payout.
Frequently asked questions
Can I change my cancellation policy after a booking is confirmed?
No — the cancellation policy that applies to a booking is the one that was in place when the tenant submitted their request. You can change the policy for future bookings at any time, but it won’t affect bookings already confirmed.
What if a tenant cancels due to exceptional circumstances?
In cases of serious illness, natural disaster or other force majeure events, Uniplaces may review the standard policy terms on a case-by-case basis. Contact the support team if a tenant claims exceptional circumstances — the team will assess the situation and advise on the appropriate response.
Does the policy apply to Instant Booking listings?
Yes — the cancellation policy applies to all bookings regardless of whether they were confirmed through Instant Booking or a standard request. Tenants see the policy clearly during checkout before confirming.
Can I offer a custom cancellation policy?
Uniplaces currently offers four standard policy tiers. Custom policies are not available. Choose the tier that best matches your needs — if none of the standard tiers suit your situation, contact the support team to discuss your options.
Still need help?
Contact our landlord support team →
Disclaimer: This article provides general guidance, not legal, tax, or financial advice. Laws and regulations vary by country and change over time. For decisions specific to your situation, consult a qualified professional (lawyer, accountant, or tax advisor) in the country where your property is located.